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IT Helpdesk Support
Chester - Full time in the office
£37,850 - £40,350 per annum DOE
My high-profile banking client is looking for a IT Helpdesk Support to work on the Global Service Desk in Chester. You will be responsible and accountable for carrying out day to day tasks of the IT Service Desk function- taking calls and chats, working with internal bank employees, resolving their issues and answering IT queries. The Service Desk currently receives high volume across both contact channels. In addition, you will be actively taking part in driving industry best practice within the team and working globally with your counterparts to continue to develop a world class service desk.
You will be working on a shift basis, Monday - Friday either 9AM - 6PM or 10AM - 7PM, there is also 1 in 7 weekends you will need to work from 8AM - 5PM.
Candidates must have experience in delivering a high level of customer service, preferably, within an ITIL aligned environment.
Provide a consistent and customer focused approach when dealing with all user contacts
Troubleshoot and provide first contact resolution where possible
Log incidents with accurate and clear information including priority
Direct incident routing to support teams and escalation where required
Use and maintain existing processes and procedures towards achieving SLA
Ensure training and development plans are maintained for your own personal development
Hardware Support - Windows 10, Apple Mac, Bitlocker, fat and thin client
Software - Office suite, including M365 and Office 2013,
Virtual Machine support - Horizon client
Network - Citrix, VPN, Cisco AnyConnect, Teleworker Products
Dependable Customer Service background
Experience supporting users via chat and phone
Work well as a team and build relationships to the global partners
Excellent organisational skills, with the ability to prioritise workload
Ability to multitask and maintain focus on all areas of responsibility concurrently
Background Experience with an IT support role supporting a large user base
Good understanding and knowledge of clients, technology and processes supported within the Service Desk environmentCandidates will ideally show evidence of the above in their CV in order to be considered.
Please be advised if you haven't heard from us within 48 hours then unfortunately your application has not been successful on this occasion, we may however keep your details on file for any suitable future vacancies and contact you accordingly.
Pontoon is an employment consultancy and operates as an equal opportunities' employer